Amy Coleman
Annandale,VA
Summary
Customer-focused professional student with experience in high-end hospitality and customer service roles. Possess strong communication skills, adept at building relationships based on trust and respect. Previous work resulted in enhanced guest satisfaction, leadership building, and showcasing the ability to consistently exceed expectations. Ready to contribute to a dynamic team and make a positive impact.
Overview
7
7
years of professional experience
Work History
FRONT DESK CONCIERGE
COMPASS CONCIERGE SERVICES
11.2023 - Current
- Responsible for administrative tasks for the Property, such as filing documents, updating amenity reservations, sorting incoming mail, responding to emails, and other documents related to resident inquiries or requests.
- Answering high-volume telephone calls in a professional manner and directing calls to appropriate personnel.
- Assisted with package storage and retrieval for the property.
- Resolved resident complaints by providing timely customer service solutions.
- Ensured compliance with safety regulations in accordance with company policies. Overseeing the building, troubleshooting devices, e.g., Dual PC monitors, software applications for the building that also include monitoring the CCTV.
- Assisted residents with any questions or concerns they may have had during their day-to-day.
- Delivered exceptional service to every resident through active engagement, effective listening, and well-developed interpersonal skills.
- Provided leadership, insight, and mentoring to newly hired employees and the person covering the property.
EXPRESS LANE LEAD
HARRIS TEETER
01.2022 - 06.2023
- Led and assisted in training current and new employees, so that they could understand the proper requirements for their role as a shopper.
- Performed additional tasks as requested by supervisor or manager in other departments when the demands of business are high for the day.
- Maintained item quality control while shopping.
- Regulating shopper lane activity to ensure pick speed accuracy and efficiency.
- First point of contact for system support.
- Completing order transactions using the Stripe POS to ensure payments are captured accurately. Creating an organized filing system for customer records.
- Monitored customer feedback to identify areas of improvement in services or products offered by our company.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
FRONT DESK AGENT
HILTON GARDEN INN
06.2021 - 01.2022
- Greeted and assisted with check-in and check-out procedures for guests, ensuring quality hospitality.
- Going above and beyond to demonstrate the Hilton bright-hearted attitude while working alongside other agents.
- Kept accurate records of guest transactions. Collecting cash deposits and entering them correctly in the system.
- Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Upsold additional Hilton tier membership services to guests when appropriate in order to meet sales goals upon their booking.
- Adhered to safety standards set by the hotel management team.
- Ensured lobby area was clean and presentable at all times.
SALES ASSOCIATE / SUPERVISOR TRAINEE
LIDL
01.2020 - 09.2021
- Displayed outstanding time management skills in the bakery to ensure freshness of baked goods as a BRP.
- Followed food safety guidelines while preparing all food items.
- Trained new employees on the daily job duties, policies and procedures.
- Merchandising advertised products for the week.
- Being able to work effectively in different departments of the store assigned to me for the day or even when necessary.
- Cash handling and counting tills at the end of the shift.
- Managed inventory levels by ordering supplies when necessary and verifying accuracy of shipments received.
CASUAL SALES ASSOCIATE
ALDI
06.2017 - 01.2020
- Demonstrating efficiency while still providing premium customer service.
- Load and unload pallets from the truck, then organize and stock the items on the sales floor accordingly.
- Learning the proper use of an EPJ (electronic power jack) and manual power jack.
- Managing the store's cleanliness to ensure customers have a better shopping experience, while also maintaining the store's safety criteria.
- Handling all cash transactions on the register and counting tills at the end of the shift.
- Understanding Phishing scams and safety security techniques.
- Built and maintained relationships with peers and upper management to drive team success.
- Conducted inventories on a regular basis to track stock levels.
Education
Associate Degree -
Northern Virginia Community College
01.2018
High School -
Annandale High School
Annandale, Virginia01.2016
Skills
- Administrative Support
- Administrative skills
- Customer Service
- Cash Handling
- CRM Software
- Conflict Resolution
- Documentation
- Employee Supervision
- Food handling safety
- Food Delivery
- Front Desk Operations
- Hospitality
- HIPAA Guidelines
- Inventory Oversight
- Microsoft Office proficiency
- Marketing
- Organizational Skills
- Presentation Creation
- Point of Sale (POS) system operations
- PPE use
- Quality Control
- Software troubleshooting
- Safety Procedures
- Team leadership and supervision
- Technical Support
- Telephone Etiquette
- Team Management
- Yardi software proficiency
References
- Marvin Bothuel, (301) 212-0450
- Brittney Thomas, (301) 266-9416
Timeline
FRONT DESK CONCIERGE
COMPASS CONCIERGE SERVICES
11.2023 - Current
EXPRESS LANE LEAD
HARRIS TEETER
01.2022 - 06.2023
FRONT DESK AGENT
HILTON GARDEN INN
06.2021 - 01.2022
SALES ASSOCIATE / SUPERVISOR TRAINEE
LIDL
01.2020 - 09.2021
CASUAL SALES ASSOCIATE
ALDI
06.2017 - 01.2020
Associate Degree -
Northern Virginia Community College
High School -
Annandale High School
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